When a contact is loaded in the Microsoft Dynamics Cases App by Highways, the system automatically checks for existing Cases.

Important: In this documentation, the word Case and Incident are interchangeable. We will use the Microsoft convention of Case when referring to Cases and Incidents.

If found, cases will be displayed below the contact’s primary information:

To view further information in Intercom of a Case, simply click the relevant item, and the deep dive will load:

Remember, you can open Dynamics directly to the case question by simply clicking View in Dynamics at the bottom of the canvas.